Awaiting refund

Please assist. Order ***. After waiting two weeks, I contacted the store and was told by Mpho (6 October) that they are busy packing my order and the courtier will collect later that day. Then I got a call later the same day stating the stock controller had an issue and the 42 items listed as in-stock on the website is actually zero (this after I checked stock before ordering). She suggested a refund as the item is now not available anymore in south Africa. I send a bank reference letter to her with password, that was an issue. Then tried to send a jpeg file without a password, but that was also an issue stating they need a pdf file. This Morning I managed to send a pdf bank reference without a password (after struggling with the bank to issue a document without password - poppi act). Please, please, please. It's been 2 and a half weeks of up and down. Please issue the refund so we can end this. Regards, Dr W Vergottini